November 10, 2026

This release adds Quick Dial, lets agents pick all of a customer's waiting emails at once and consult or transfer calls to busy agents.

Change log

New functionality

1. Agents can now call a number with far fewer clicks using Quick Dial. They select their default agent workspace and voice channel once, then type the number and press Enter. They can change the defaults at any time, and Quick Dial works both while Available and on break.
2. When a customer sends separate emails, not replies, to the same queue, agents now see a banner above the email, for example "This customer has 2 email conversations waiting in the same queue". The banner updates every 10 seconds and shows how many of the customer's emails other agents already have, and which agents, unless Hide sensitive agent information is turned on.
3. From that banner, agents can pick all of the customer's waiting emails at once, or open the Agent Performance Dashboard filtered for that customer. Pick all only appears for manual and hybrid queues the agent can receive emails from, and it skips emails another agent already has.
4. Agents can now consult or transfer a call to another agent who is busy with a chat, an email or another task that isn't a call. Agents who are already on a call can't be selected, and the directory shows why.
5. For tenants whose agents take calls in the agent application (WebRTC), an indicator next to the agent's profile now shows whether the voice connection is healthy. When the agent application is open in more than one browser tab, it also shows which tab receives the calls.
6. Agents can now download debug logs from Profile menu › Settings and send them to Graia support when something goes wrong in the agent application. Share them only with the people handling the support request: the agent's supervisor or IT team, who open the ticket, and Graia support.

Related documentation

• Call a number with Quick Dial
• When the customer has other emails waiting
• Accessing the Directory
• Voice connection status
• Debug logs

Improvements and adjustments

1. Fixed an issue where an email occasionally didn't open in the agent application and a grey screen was shown instead.
2. Fixed an issue where a plain-text email with several lines was shown as one block of text when the agent replied to it.
3. Fixed an issue where, in a draft prepared by an email bot, the time of the customer's original email was shown 3 hours earlier than it was sent.
4. Fixed display issues in customer details in the agent application: the email icon was slightly cut off on the left side, and some text was white on a light blue background, which made it hard to read.